Skip to the content of the web site.

Customer Service Assistant

Department: Plant Operations Effective Date: July 1, 2004
Grade: USG 04 Reports to: Administrative Systems Spv

General Accountability

This multi-faceted position is accountable to the Administrative Systems Supervisor in the Department of Plant Operations for the preparation and dispatch of maintenance work orders, reception, clerical, telephone and computer support for the department. 

Nature and Scope

This position is one of four reporting to the Administrative Systems Supervisor.  The others are the Administrative Systems Assistant and two Maintenance Records Clerks.

The Administrative Systems section of Plant Operations is responsible for the management and support of the DataStream 7i Computerized Maintenance Management System (CMMS) as well as the department’s administrative applications and records. Information from 7i is used to analyze and track the university’s physical assets, ensure the assets are maintained properly and efficiently while minimizing associated costs.  Data is also used for planning, budgeting and cost recovery purposes. 

It is this section’s responsibility to provide technical data and prepare reports to enhance the effective operation of the department and ensure records are maintained consistently within all areas of the department.  The incumbent requires a thorough knowledge of the department’s functions and obligations as Plant Operations interacts with virtually every area on campus.  Excellent communication and interpersonal skills are essential, as this area is the initial point of contact for breakdown reports.  The individual must be able to work with technical and administrative personnel in a pleasant, professional and efficient manner that is supportive of Plant Operations’ objectives. Proficiency in word processing, spreadsheet and data base applications enables the incumbent to provide support services effectively and efficiently.

Statistical Data

Plant Operations is the University of Waterloo’s largest support department, with a gross budget of $26,000,000 and a staff of 340 full time employees.  Plant Operations repairs and maintains 59 buildings with an area of approximately 5,000,000 gross square feet located on 1,000 acres of land in the heart of Waterloo.  Those efforts are managed using 35,000 electronic Work Orders.  In addition, approximately fifteen hundred renovations and improvements, with a value in excess of $5,000,000 per year are undertaken by various sections in Plant Operations. 

Specific Accountabilities

Working Conditions